Cisco Cisco IP Contact Center Release 4.6.1 Installation Guide

Versions of CallManager earlier than 3.3 are not supported by ICM/IPCC release 7.0(0). IP
IVRs associated with the CallManager must also be upgraded to a compatible version.

ICM/IPCC 7.0(0) introduces a new PG type, called the IPCC System PG. In ICM/IPCC 7.0(0),
this PG supports a CallManager PIM and multiple VRU PIMs while appearing as a single
peripheral to the ICM. There is no automated upgrade to the IPCC System PG model from a
system using separate CallManager and VRU PGs, or a system using a Generic PG with
CallManager and VRU PIMs.

ICM/IPCC 7.0(0) can operate with PGs at ICM release 5.0(0) or 6.0(0), but only during the
upgrade process. CallManager PGs at ICM release 5.0(0) or 6.0(0) that support CallManager
3.3 are the exception.

The Version of CTI OS must be aligned with the PG version:

•

PGs at ICM release 5.0(0) require CTI OS version 5.0 or version 5.1 (best choice).

•

PGs at ICM release 6.0(0) require CTI OS version 6.0.

•

PGs at ICM release 7.0(0) require CTI OS version 7.0.

You must upgrade PGs and CTI OS server to ICM release 5.0(0), ICM release 5.1(0) for CTI
OS, or ICM release 6.0(0) before the upgrade to ICM release 7.0(0), since no direct upgrade
path to ICM release 7.0(0) is supported.

This document assumes that if CTI Gateways (CGs) are in use, they are collocated on the same
server as the PG. The CTI Gateway primary process is the CTI Server. The CTI OS Server is
a separate component, and may be collocated, or on a separate server from the PG.

PG Technology Refresh Upgrade

Set up the new Side A and Side B PG servers as outlined in 

Using the ICM Service Control, stop all ICM and CTI OS services on the Side A production
PG.

Export the ICM registry from production PG, and import the registry to the new PG.

Note: Refer to 

 for additional information.

Run ICM setup.exe from the ICM/IPCC 7.0(0) CD on the new side A PG. Choose to apply the
automated hardening when prompted.

From ICM setup, edit all instances on the new server and insert the new domain name.

From ICM setup, edit all ICM components (PG, dialer, and CTI Server) on the new server and
make the necessary changes based on the environment in which the new PG is to run.

Exit and then rerun setup. When the main setup screen appears, select Upgrade All.

Upgrade Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.0(0)